Role Summary -
Senior Manager Customer Care is responsible for leading customer care operations, elevating service quality, and driving a customer-centric culture. This role blends strategic vision with hands-on operational involvement to ensure superior customer satisfaction, efficient service delivery, and continuous process innovation. In addition to leadership duties, the Senior Manager will actively support day-to-day customer care activities, collaborating directly with agents across channels when needed.
Key Responsibilities -
Strategic Leadership
- Develop and execute customer care strategies aligned with business goals.
- Define service vision, SLAs, and long-term roadmap.
- Champion customer experience transformation and industry-best practices.
Team Management
- Lead, mentor, and develop customer care teams with a strong performance culture.
- Build SOPs and ensure adherence to service standards and QC processes.
- Oversee workforce planning, scheduling, and capability development.
Operations & Escalation Management
- Oversee daily operations to ensure high-quality, efficient service delivery.
- Serve as the highest escalation point and drive root cause analysis.
- Collaborate with cross-functional teams (Sales, Product, Tech, Ops) for seamless customer journeys and resolution.
- Participate directly in daily agent activities, including attending customer queries across channels when required.
Performance Analytics
- Track KPIs such as CSAT, NPS, FRT, AHT, and SLA adherence.
- Provide insights and reports to leadership to guide business decisions.
- Lead QA audits, productivity tracking, and continuous monitoring of service metrics.
Process Improvement & Innovation
- Drive continuous improvement initiatives and process optimization.
- Implement modern service technologies (CRM, omnichannel tools, AI/chatbots).
- Improve self-service capabilities and reduce operational costs while enhancing service quality.
Customer Relationship Management
- Strengthen customer relationships to boost loyalty, retention, and lifetime value.
- Develop customer advocacy and engagement programs.
- Track customer feedback and implement service enhancements.
Experience & Technical Skills -
- Proven leadership in customer service or contact center management.
- Expertise in CRM platforms (Kapture, Exotel, customer listening tools).
- Strong command of IVR, omnichannel systems, workforce management, MS Office, and analytics tools.
- Retail industry experience preferred.
Core Competencies -
- Strong leadership, coaching, and change-management capabilities.
- Excellent communication and stakeholder management skills.
- Analytical mindset with data-driven decision-making.
- High customer empathy and commitment to service excellence.
- Resilience, adaptability, agility and ability to manage multiple priorities.
Key Performance Indicators -
- Customer Satisfaction: CSAT, NPS
- Operational Efficiency: FRT, AHT, SLA adherence
- Team Performance: Productivity, training completion, employee satisfaction
- Financial Impact: Cost per contact, budget adherence
- Quality Assurance: QA scores, complaint resolution, escalation rate
- Innovation: Tech adoption, process improvements implemented
